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Applying Tropos Methodology in Knowledge Management problem in Call Centers  Fulltext 

[ Farzad peyravi ] - MAS Research Group, Electrical and Computer Engineering Faculty, School of Engineering, University of Tehran
[ kaveh Pashaei ] - MAS Research Group, Electrical and Computer Engineering Faculty, School of Engineering, University of Tehran
[ Fattaneh Taghyareh ] - MAS Research Group, Electrical and Computer Engineering Faculty, School of Engineering, University of Tehran

خلاصه مقاله:

In recent years, call centers have gained popularity as cost-effective avenues for selling and servicing customers and the primary way of nteracting with them. By applying knowledge management solution, we can meet call centers' challenges and gain benejts of reduced training costs, improved call handling and greater flexibility. This paper describes a solution to agent mediated knowledge management system in call
centers using Tropos methodology. We use structure-in- 5 for Architectural design which specifies that our KM system is an aggregate of five sub-structures. The methodology leads in dejning six different classes of agents.

Call Center, Tropos, Methodology, Knowledge Management, Multi-agent System